Project Customer Service

Shirley McCollin

*** ***** ******, **** *******, NY 11704 - 347-***-**** -

*.********@****.***

Summary To provide a professional and successful working experience

with all levels of management and staff. To push creative

thinking beyond the boundaries of existing industry practices

and client mindsets. (Maximize Value, Minimize Waste)

Experience Manager Global IT PMO

August 2005 - present ca, Inc (formerly Computer Associates),

Islandia, NY

Responsible for coordinating, monitoring (auditing) and

formally identified set of programs and/or projects which form

a portfolio with defined goals and objectives.

Collaborated, provided support and counsel to project and

program teams and arbitration when multiple projects have

competing demands for the same resources.

Worked with the finance organization to quantify program and

project benefits in a way that would enable objective

evaluation of projects against company objectives and thereby

aid project approval decision-making and tracked time, labor,

and expenses associated with all IT projects.

Created steering committee and other working group materials

as needed for program.

Ensured all required data for making portfolio decisions is

completed and available for decision-making, working with

functional managers, program managers, and project managers to

do so.

Established standard templates, milestone, issues, risk

tracking and reporting process and including reports to use

across the organization and governance meetings.

Created a Best Practice Library to maintain all controlled

project management tools - i.e. templates, job aids, samples

etc.

Lead and attended regular project and program reviews, lesson

learned and kick-off/status meetings with Project

Managers/stakeholders as necessary.

Provided, collected, analyzed and presented project data,

reports and queries to IT management to monitor and measure

project and staff performance.

Monitored project progress against cost objectives and

consolidate, manipulate and organized detailed financial data.

Applied methodology and governance to enforce project

standards.

Assisted and guided the Project Managers with generation of

project status and financial analysis reports, including, but

not limited to analyzing actual, scheduled and budgeted

metrics.

Recommended and assisted in executing process improvement.

Developed and maintain Project Management templates (Ex.

status reports, budget forecasts, risk plans, etc.).

Manage implementation of the project management methodology

and project governance.

Administer the Change Management process in accordance with

standard corporate procedures.

Review submitted change requests to ensure that they are

completed with adequate quality.

Process change requests using the corporate change tool

Participate in Change Advisory Board (CAB) meetings.

Conduct change conflict resolution meetings.

Conduct production readiness reviews.

Maintain change and release management related metrics.

Contributed to the overall IT Project Management Methodology

and best practices.

Lead Service Desk Analyst

Developed, lead, and motivate a team of Service Desk

professionals to deliver excellent technical/non-technical

support with outstanding customer service, satisfaction, and

timeliness within the organization's budget.

Managed a team of Service Desk professionals, lead

professionals, and supervisors/team leads.

Assisted with customer inquiries when necessary.

Developed a performance measurements framework and facilitate

feedback system to team members on issues such as customer

service, communication, and technical skills, in order to

enhance the quality of support delivered.

Participated in the development of a service level agreement

and ongoing management of service level compliance.

Created and maintained a training program for increased

business, customer service and technical knowledge.

Participated and assisted in driving the knowledge management

process.

Lead and participate in projects.

Resolved escalated customer and vendor issues.

Resolved daily issues of a complex scope that impact the team

and overall business objectives.

Managed Service Desk resources for optimal performance. This

consisted of resource management for incoming customer

inquiries, projects, administrative work and time allotted for

holidays and paid/unpaid time off.

Maintained a high level of employee morale within the team.

Obtained equipment, tools, and space needed to allow team

members to adequately support the customers.

Developed and update plans and knowledge documents for new

product/service releases.

Prepared the support team for new product/service releases.

Assisted in the professional and technical development of team

leaders enabling them to set technical goals, monitor, mentor,

coach and assist team members to deliver quality support.

Assisted the Service Desk director with the preparation and

administration of departmental budget and business plans and

metrics.

Assisted in the creation, distribution and analysis of

operational, business and financial reporting.

Participated in and drive participation of the Service Desk in

the organization's change management process.

Performed director's responsibilities in his or her absence.

Maintained current knowledge of industry trends and potential

impact on the support business.

Project Manager

May 2000 - August 2005 Globenet Telecommunications Inc,

Rosedale, NY

Created and executed project work plans and revised as

appropriate to meet the changing needs and requirements.

Identified resources needed and assigned individuals their

responsibilities to the project on hand.

Managed the day-to-day operational aspects of the project and

scope.

Reviewed deliverables prepared by team before passing to the

appropriate personnel

Prepared for engagement reviews and quality assurance

procedures.

Minimized exposure and risk on all projects.

Ensured project documents were completed, current and stored

appropriately.

Tracked and reported team hours and expenses on a weekly

basis.

Managed the project's budget.

Determined appropriate revenue recognition, ensured timely and

accurate invoicing, and monitored receivables for the

projects.

Followed up with clients, when necessary, regarding unpaid

invoices.

Analyzed and accurately forecasted project's profitability,

revenue, margins, bill rates and utilization.

Assured project legal documents were completed and signed.

Understood basic revenue models, P/L, and cost-to-completion

projections and made decisions accordingly.

Communicated both written and verbally all business

development discussions.

Facilitated team and client meetings.

Held kick-off, status meetings with project team and

stakeholders.

Business Analyst

December 1989 - May 2000 First Data Corp, Melville, NY

Due diligence to quickly understand the business issues and

data challenges of the conversion's organization.

Identified the Alliance organization's strengths and weakness

and suggest areas of improvement.

Reviewed and edit requirements specifications, business

processes and recommendations related to conversion,

Assisted in the development of functional specifications and

system design specifications for the client's conversion

Assisted in testing efforts

Ensured issues are identified, tracked, reported on and

resolved in a timely manner.

Worked with the client's personnel to identify required

changes.

Liaison between development and the client to communicate

changes required.

Assisted in the enforcement of project deadlines and

schedules.

Education North Trafford College, Manchester, United Kingdom

1975 - 1980

Business Administration

Data Communications - Case Management

Certification ITIL Foundation v3

PMP (In Progress)

References References are available on request.

Recommendations http://www.linkedin.com/in/shirleymccollin

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